IS Analyst-Service Mgmt Ops

  • Competitive
  • Rancho Cordova, CA, USA Rancho Cordova CA US
  • Permanent, Full time
  • Franklin Templeton Investments
  • 17 Mar 18 2018-03-17

IS Analyst-Service Mgmt Ops

At Franklin Templeton Investments, we are dedicated to delivering strong results and exceptional service to clients, team members and business partners. Over 9,000 employees working in 60 offices around the world are dedicated to servicing investment solutions for our clients in more than 150 countries. For over 65 years, our success has been a direct result of the talent, skills and persistence of our people, and we are looking for qualified candidates to join our team.

What is the objective of the Major Incident Management Team?
Drive client satisfaction through timely restoration of service(s) for all high and critical major incidents within the FTI enterprise.

What role will the IS Analyst serve within the Major Incident Management Team?
The IS Analyst will serve as a Situation Manager for high and critical major incidents.

What are the ongoing responsibilities of an IS Analyst within the Major Incident Management Team?

  • Facilitate and lead the restoration of service(s) for active major incidents; leveraging defined processes and procedures.
  • Serves as the primary liaison between the application development team(s); infrastructure support; data center operations; service desk; and business partners, for all active major incidents.
  • Engages on-call support and/or management personnel required for active major incidents and initiates contact via various communication methods (i.e. Skype; Mobile; etc.).
  • Generates FTT Service Alert email communications for all active major incidents that impact our business partners and/or external customers.
  • Generates Management notifications for critical major incidents that impact our business partners and/or external customers.
  • Documents the major incident ticket with key information throughout the incident lifecycle.
  • Provides escalated support for issues, requests, administration and improvement of a variety of programs, systems, networks, and platforms.
  • Proves emergency response for critical system failures and actively participates in planned Disaster Recovery exercises.
  • Collaborates with technical partners to create/maintain Major Incident Response Team (MIRT) procedures for critical systems and services.
  • Supports the Application Support Library (ASL) SharePoint site, which houses on-call support information for critical systems and services.
  • Attends daily Problem Management and Change Management meetings or listens to meeting recordings, when appropriate.
  • Complies with all Problem Management and Change Management processes and procedures.
What are the top 5 goals of the Major Incident Management Team and how are they achieved?
  1. Drive the problem to resolution: The Situation Manager drives each problem towards resolution by taking " command and control " of each major incident. The Situation Managers are business advocates and focus on minimizing Business, Clients, and Service impacts. Action is based on business priorities and deadlines. The Situation Manager ensures the right focus, the right resources, and the right sense of urgency is maintained.
  2. Timely restoration of service(s): Situation Managers drive the problem to resolution as quickly as possible to mitigate or minimize Business, Clients, and Service impacts. To achieve this goal, the Situation Manager keeps the support teams focused on the problem, not the root cause. Furthermore, immediate escalation to management personnel is conducted for large-scale, complex issues and/or non-compliance of agreed workflows.
  3. Clear, timely, and meaningful communications: The Situation Manager must ensure that communications regarding each major incident are accurate, timely, and contain the appropriate level of details. Communications are written in "business language" and include details related to the reported problem, impacts, deadlines, and actions required for restoration of service(s).
  4. Detail Documentation for Major Incident: The Situation Manager documents the major incident ticket with details regarding the reported problem, business impact, support teams engaged, actions taken, follow-up action items, and decisions made throughout the major incident lifecycle. This information is utilized by the Problem Management Team to identify root cause, which allows the implementation of solutions to prevent and/or detect future occurrences.
  5. Improve Knowledge Base and understanding of the FTI enterprise: The Situation Manager views every major incident as a learning opportunity. This includes understanding how business processes are impacted, what critical deadlines or business functions require consideration, and business heads that may need to approve actions. The Situation Manager may also learn new technology information during a major incident or from participating in daily Problem Management and Change Management meetings. Knowledge sharing sessions amongst the team occurs each week during the team meeting and team-specific documentation is updated, when appropriate.

What ideal qualifications, skills and experience would help someone be successful in this role?
  • Bachelor's degree in Computer Science or equivalent experience.
  • Minimum of 5 years' experience in technology with at least 2-3 years of Service Management and Incident Management experience.
  • Results oriented with 2-3 years of leadership experience.
  • Strong organizational and time management skills.
  • Capable of prioritizing multiple tasks, working effectively with little or no direction.
  • Ability to methodically breakdown a process or issue by asking critical, thoughtful questions in order to identify the best solution to mitigate impact (short-term/long-term solution or manual workaround).
  • Advanced analytical skills and ability to perform system analysis, review system data, and make risk-based decision to resolve issues.
  • Effective verbal, written and interpersonal communication skills.
  • Advance active-listening skills.
  • Formal meeting organization and facilitation skills.
  • Ability to take command of a meeting and direct personnel from multiple workgroups towards common goals and objectives.
  • Ability to effectively communicate, collaborate, and build relationships with peers, co-workers, and management personnel from different countries and diverse backgrounds.
  • Willingness to adjust shift schedule to accommodate higher than normal workload, holidays, and on-call shift rotations.
  • Experience with project management methodologies utilized within FTI.
  • Financial Services industry experience, preferably Mutual Funds
  • Experience in the areas of Information Security; Business Continuity; Disaster Recovery; Unified Communications; or System Development
  • ITIL or IT Service Management certified
What makes Franklin Templeton Investments unique?

In addition to the dynamic and professional environment at Franklin Templeton, we strive to ensure that our employees have access to a competitive and valuable set of Total Rewards-the mix of both monetary and non-monetary rewards provided to you in recognition for your time, talents, efforts, and results. For a listing of total rewards in your region, visit our Locations page for more details.